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Release notes January 16-17

Ben W. - January 17, 2019

Here are the highlights from our latest release.
Continue Reading
All Posts

Release notes January 16-17

Here are the highlights from our latest release.

Agent updates

Our newest user interface that agents work from. It’s streamlined, intuitive and helps agents make more calls and get through engagements faster. It’s voice and chat from the agent’s perspective.

Fixed
The country selector dropdown did not display for a multi-logon agent on the international call transfer modal.

Admin updates

This is the nuts and bolts of our configurable, feature-rich, suite-style contact center solution. CF Admin provides you with the platform and features you need to successfully operate and optimize your contact center, so you can create better customer experiences.

Smarter search
We’ve updated our search functionality to return better results when searching for top-level products. Now you can finally find that dial group with the funky naming convention. See more about our updated search here, on the blog.

Leave voicemail from your IVR
We have added a new function to the IVR which allows you to program your IVR to wait for silence. This functionality can be used when you need an IVR to leave a voicemail message or need to detect dead air on the other line.

Fixed
IVR 'Get Input Connection Properties' did not show selected inputs. Now, you can easily see which inputs a connection is utilizing.

Fixed
Transfer on disposition did not require a destination when saving, allowing users to transfer to dead air. Now all transfers from dispositions require a destination.

Fixed
Scripting Studio hyperlinks were not applying custom colors. The hyperlink color can now be changed/edited from the styles tab and is properly displayed in the script during a call.

Fixed
In Scripting Studio, the color of Headings in a Text Block defined via the Element CSS in the Styles tab were not being applied. To alleviate confusion, we have removed the color option from the Styles tab for text blocks, as text color can be easily changed through the rich text editor. All other manual CSS entries will still be applied via the Element CSS as before.

Fixed
In Scripting Studio, a scripting node could not be saved after removing the Element CSS in the Styles tab. The Element CSS field can now be cleared and saved.

Fixed
The vague error displayed on save for duplicate queue event ranks has been clarified. The error message will now read "Error: Duplicate rank detected. All queue events must have a unique rank."

Fixed
There were issues with reporting due to dispositions with the same name on the same campaign/queue within the same account. Updates have been made to no longer allow duplicate disposition names on the same campaign/queue/chat queue.

Supervisor updates

Built specifically for contact center supervisors, this interface gives supervisors all the functionality of CF Agent plus more. They’re able to monitor and coach individual agents’ calls and chats or their entire contact center floor.

Even more supervisor control
We have added functionality for supervisors to be able to hold individual call legs once they barge-in on a call between an agent and a client. The supervisor can now place the agent leg on hold, the client leg on hold, or both, if the situation calls for it.

Analytics updates

Our advanced reporting features such as historical reporting and real-time dashboards allow you to create dynamic, information-rich custom dashboards or leverage our out-of-the-box reports to gather deep data on your contact center.

Presented counts now align on inbound reports
We have taken a larger look at the way we calculate several fields on inbound reports. Accepted counts will now be consistent across the board. Presented counts also got a hard look, and will now always include manual no connects but not requeues. Admins can look at presented as accepted + manual no connect + abandoned + deflected.

Before you go

Connect First to join RingCentral, Inc.
We are proud to announce Connect First has entered into a definitive agreement to join RingCentral, a leading provider of enterprise cloud communications and collaboration solutions. This opportunity will allow us to continue to serve our current and future contact center customers with an innovative platform and reliable contact center solutions.

For more information, read the full press release here.

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